Introduction

This GLOMACS Achieving Excellence in Customer Service training course is designed to give participants the communication skills, negotiation strategies, and customer service best practices they require to take their organisation from good to great. This GLOMACS Customer Service training is aimed at those organisations who are looking to improve their customer focus and develop their customer culture by working towards the Customer Service Excellence Standard. This GLOMACS Achieving Excellence in Customer Service training programme focuses on developing a culture of customer service excellence and provides participants with a roadmap for examining and improving the service they provide at both the individual and organisational level.

This GLOMACS Achieving Excellence in Customer Service training course teaches customer service professionals critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles. By providing excellent customer service, you can offset the effect of higher prices by offering a better customer experience. Employees who are properly trained and demonstrate professional customer service skills, can significantly improve customer satisfaction and brand loyalty. This helps the business retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones.

Develop a Customer-focused Mindset and SMART Goals for Continuous Improvement

Service Recovery Strategies to Promote Customer Retention

Objectives

At the end of this GLOMACS training seminar, you will learn to:

Establish the importance of setting and reviewing customer service standards

Design a social media plan to improve customer service support

Demonstrate how to deal with difficult customers in a professional manner

Utilise time management techniques and set SMART goals to increase productivity

Develop an understanding of internal and external customer expectations

Training Methodology

This GLOMACS Achieving Excellence in Customer Service training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. The comprehensive course training manual has been developed to be practical, easy to use and facilitate learning.

Organisational Impact

Here are just some of the many valuable benefits to your organisation:

A shared organisational customer-centric service vision

Enhanced professional image with customer base

Increased customer retention and revenue growth

Improved intra / inter departmental communication and teamwork

A more productive and customer-focused workforce

Improved conflict resolution skills

Personal Impact

After attending this GLOMACS training course, you will acquire:

An appreciation for the importance of customer service excellence

Best Practices of world-class customer service providers

Enhanced leadership and communication skills

Increased confidence to work professionally with difficult or upset customers

The insight to adjust your temperament style to become more versatile, adaptable and highly successful

Improved time management and goal setting skills to increase productivity

Who Should Attend?

This GLOMACS training course is suitable to a wide range of professionals but will greatly benefit:

Frontline Customer Service Representatives (CSR)

Team Supervisors

Department Managers

Account Managers

Field Service Representatives

Seminar Outline

Day 1

Enhancing Your Customer Service Communication Skills

Active Listening and Questioning Skills to Identify a Customer’s Expectations

Body Language: How to Read Your Customer like a Book

Working with Aggressive, Expressive, Passive and Analytical Customers

Telephone Tips to Promote a Professional Image

The Do’s and Don’ts of Written Communication

Day 2

Building the Foundation for Achieving Customer Service Excellence

The 7 Customer Service Expectations

Measuring Internal and External Customer Service Satisfaction

How to Use Customer Service to Increase Sales

“Going the Extra Mile” to Promote Customer Service Excellence

Using Social Media to enhance Customer Service

Protecting your Organisation’s Online Reputation

Day 3

Service Recovery: Handling Complaints and Upset Customers

The Importance of Customer Complaints and Why they should be Encouraged

Empower Employees to Get the Job Done

Steps to Follow for Customer Service Recovery

Strategies to Help Calm Upset Customers

Managing Emotions during Stressful Situations

Day 4

Principles of Persuasion and Professional Negotiation Strategies

Cialdini’s Six Principles of Persuasion

The Art of Giving and Receiving Constructive Feedback

Strategies for Negotiating Mutually Beneficial Outcomes

Words and Tones to Avoid

Price Value Formula

Negotiating across Cultures

Day 5

Focusing on Customer Service Excellence and Continuous Improvement

What is your Action Plan?

Customer Service takes Teamwork

Maintaining a Positive Mental Attitude

Setting SMART Goals for Continuous Improvement

Stress Management Tips to increase Productivity

End of Course Review

Accreditation

In Association With

Oxford Management Centre

A GLOMACS - Oxford Management Centre collaboration aimed at providing the best training services and benefits to our valued clients

VAT Announcement: The Government of UAE have introduced Value Added Tax (VAT) on goods and services from 01-January-2018. In compliance with the legislation issued by the UAE Government, we will be applying a 5% VAT on the fees for all our programs and services offered from January 2018 as applicable and stipulated in the FTA circulars.

All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.

All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.

All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.

All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.

Achieving Excellence in Customer Service

Providing a Quality Service

Upcoming Dates

Code

Date

Venue

Fees

CS001

30 Dec 2018 - 03 Jan 2019

Dubai - UAE

$4,750

CS001

28 Jul - 01 Aug 2019

Dubai - UAE

$4,950

CS001

29 Dec 2019 - 02 Jan 2020

Dubai - UAE

$4,950

Introduction

This GLOMACS Achieving Excellence in Customer Service training course is designed to give participants the communication skills, negotiation strategies, and customer service best practices they require to take their organisation from good to great. This GLOMACS Customer Service training is aimed at those organisations who are looking to improve their customer focus and develop their customer culture by working towards the Customer Service Excellence Standard. This GLOMACS Achieving Excellence in Customer Service training programme focuses on developing a culture of customer service excellence and provides participants with a roadmap for examining and improving the service they provide at both the individual and organisational level.

This GLOMACS Achieving Excellence in Customer Service training course teaches customer service professionals critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles. By providing excellent customer service, you can offset the effect of higher prices by offering a better customer experience. Employees who are properly trained and demonstrate professional customer service skills, can significantly improve customer satisfaction and brand loyalty. This helps the business retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones.

Develop a Customer-focused Mindset and SMART Goals for Continuous Improvement

Service Recovery Strategies to Promote Customer Retention

Objectives

At the end of this GLOMACS training seminar, you will learn to:

Establish the importance of setting and reviewing customer service standards

Design a social media plan to improve customer service support

Demonstrate how to deal with difficult customers in a professional manner

Utilise time management techniques and set SMART goals to increase productivity

Develop an understanding of internal and external customer expectations

Training Methodology

This GLOMACS Achieving Excellence in Customer Service training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. The comprehensive course training manual has been developed to be practical, easy to use and facilitate learning.

Organisational Impact

Here are just some of the many valuable benefits to your organisation:

A shared organisational customer-centric service vision

Enhanced professional image with customer base

Increased customer retention and revenue growth

Improved intra / inter departmental communication and teamwork

A more productive and customer-focused workforce

Improved conflict resolution skills

Personal Impact

After attending this GLOMACS training course, you will acquire:

An appreciation for the importance of customer service excellence

Best Practices of world-class customer service providers

Enhanced leadership and communication skills

Increased confidence to work professionally with difficult or upset customers

The insight to adjust your temperament style to become more versatile, adaptable and highly successful

Improved time management and goal setting skills to increase productivity

Who Should Attend?

This GLOMACS training course is suitable to a wide range of professionals but will greatly benefit:

Frontline Customer Service Representatives (CSR)

Team Supervisors

Department Managers

Account Managers

Field Service Representatives

SEMINAR OUTLINE

Day 1

Enhancing Your Customer Service Communication Skills

Active Listening and Questioning Skills to Identify a Customer’s Expectations

Body Language: How to Read Your Customer like a Book

Working with Aggressive, Expressive, Passive and Analytical Customers

Telephone Tips to Promote a Professional Image

The Do’s and Don’ts of Written Communication

Day 2

Building the Foundation for Achieving Customer Service Excellence

The 7 Customer Service Expectations

Measuring Internal and External Customer Service Satisfaction

How to Use Customer Service to Increase Sales

“Going the Extra Mile” to Promote Customer Service Excellence

Using Social Media to enhance Customer Service

Protecting your Organisation’s Online Reputation

Day 3

Service Recovery: Handling Complaints and Upset Customers

The Importance of Customer Complaints and Why they should be Encouraged

Empower Employees to Get the Job Done

Steps to Follow for Customer Service Recovery

Strategies to Help Calm Upset Customers

Managing Emotions during Stressful Situations

Day 4

Principles of Persuasion and Professional Negotiation Strategies

Cialdini’s Six Principles of Persuasion

The Art of Giving and Receiving Constructive Feedback

Strategies for Negotiating Mutually Beneficial Outcomes

Words and Tones to Avoid

Price Value Formula

Negotiating across Cultures

Day 5

Focusing on Customer Service Excellence and Continuous Improvement

What is your Action Plan?

Customer Service takes Teamwork

Maintaining a Positive Mental Attitude

Setting SMART Goals for Continuous Improvement

Stress Management Tips to increase Productivity

End of Course Review

GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.

All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.

The training has been so educative and insightful. This is my first time of attending Glomacs training and I am really impressed about the thoroughness and attention to details. The course was really educative, and quality of content was great. The training was well organised and structured. I'll recommend Glomacs again and again.